Page 55 - DMGT505_MANAGEMENT_INFORMATION_SYSTEM

Management Information Systems

Notes Self Assessment

Fill in the blanks:
12. A .................................... is a system that helps companies change or otherwise alter their
business strategy and/or structure.

13. A firm is said to have a .................................... when the firm produces greater return on
investment (ROI) than its industry’s average return.
14. .................................... position is recognized by observing competitive indicators.

15. The SIS system is supported by ....................................



Case Study Why Call Centres?

all centres are basically, now a days act as an interface between public and the
organization, called sometimes as a point of contact for customers and public at
Clarge. Away from the public & the organization itself, it routes the calls to a
particular department and acts as a first-stage filter for calls. Simple & routine enquiries
are dealt with automatically, using computer-generated messages or can be handled &
satisfied by the operators who have some understanding of business and its operations
and are aware of FAQ’s (Frequently asked questions).
In present day scenario, the goal & role of call centres has changed from mere traditional
operational services providers for financial sectors companies to large companies including
entertainment, cinema, tours & travel operators & local authorities to use call centres to
handle first-line enquiries. The credit of the success of call centres goes undoubtedly to the
rapid growth in IT sector and especially in telephony. Now, smaller size computerized
systems have replaced big switch boards, and even many systems employee voice-
recognition softwares.

The most fundamental effort of establishing a call centre is for the organizations to gain a
competitive advantage. The cost of dealing with customers enquiries falls, and is set up
with core, the quality of customer satisfaction & service is increased.
The workflow through call centre is controlled by the system itself. The agents are very
important as they are customer’s first point of contact with the Company. Call centres in
the past, have shown very high employee-turnover and high level of absenteeism because
of intense working atmosphere and wages were relatively low. So, the agents needs to be
managed effectively & tactfully.
Questions:
1. Describe the system model for a call centre & the organization.

2. “Decision making process is supported largely by data collected both automatically
and by the agents at the call centre.” Justify.
3. Consider two organizations of your choice, each involved in different activity or
business. Consider the different types of calls that can be taken by their call centres.
Source: Management Information System by Dharmenda and Sangeeta Gupta

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